Mi Aie Lee1, Young-Hee Yom. 1. Department of Nursing, Dongguk University, 707 Sukjang-Dong, Gyeongju, Kyeonbuk, Korea.
Abstract
BACKGROUND: Although it is very important to clarify the factors influencing the patients' and nurses' satisfaction with nursing services, very little research has been performed in this area. OBJECTIVES: The purpose of this study was to compare the nursing service quality, satisfaction and intent to revisit the hospital perceived by hospitalized patients and nurses in Korea. METHODS: SERVQUAL scale, an overall satisfaction and intent to revisit the hospital questionnaires were used. The sample consisted of 272 patients and 282 nurses. The data were collected using paper and pencil self-rating questionnaires and analyzed using frequency, %, mean, standard deviation, t-test and Pearson correlation coefficient. RESULTS: Overall, nurses' expectations and performance were higher than those of patients, while patients' overall satisfaction with nursing and medical care was higher than that of nurses. There was a strong positive relationship between satisfaction with nursing and medical care and intent to revisit the hospital for both groups. CONCLUSIONS: The performance was relatively lower than expectations, resulting in poor nursing care quality. Differences between expectations and performance for both patients and nurses need to be further reduced.
BACKGROUND: Although it is very important to clarify the factors influencing the patients' and nurses' satisfaction with nursing services, very little research has been performed in this area. OBJECTIVES: The purpose of this study was to compare the nursing service quality, satisfaction and intent to revisit the hospital perceived by hospitalized patients and nurses in Korea. METHODS: SERVQUAL scale, an overall satisfaction and intent to revisit the hospital questionnaires were used. The sample consisted of 272 patients and 282 nurses. The data were collected using paper and pencil self-rating questionnaires and analyzed using frequency, %, mean, standard deviation, t-test and Pearson correlation coefficient. RESULTS: Overall, nurses' expectations and performance were higher than those of patients, while patients' overall satisfaction with nursing and medical care was higher than that of nurses. There was a strong positive relationship between satisfaction with nursing and medical care and intent to revisit the hospital for both groups. CONCLUSIONS: The performance was relatively lower than expectations, resulting in poor nursing care quality. Differences between expectations and performance for both patients and nurses need to be further reduced.
Authors: Asghar Zarei; Mohammad Arab; Abbas Rahimi Froushani; Arash Rashidian; S Mahmoud Ghazi Tabatabaei Journal: BMC Health Serv Res Date: 2012-02-02 Impact factor: 2.655
Authors: Eliza L Y Wong; Angela Coulter; Annie W L Cheung; Carrie H K Yam; Eng-Kiong Yeoh; Sian Griffiths Journal: BMC Health Serv Res Date: 2013-07-09 Impact factor: 2.655